Gift delivery of dead withered plants Unresolved Issue

Posts

• rachelQrtJHBjb Posts: 819

  February 2021

  Back in 2018 I had a similar problem with a gooseberry that was supplied bone dry and would not revive. After 15 days I complained a second time and eventually received a refund. 
  
  Did you email them at the outset with your complaint? You need to follow up. I imagine two things are going on. 1) they are short-staffed due to covid and 2), sales of seeds and orders for young plants have shot up with everyone at home. This is also the time of year orders - and queries - will be flooding in. They are probably overwhelmed, though that's no excuse if you have waiting over a month for a reply.
  
  When you contact them again include your previous correspondence. It may help to title your email something like "still waiting for a reply to email of ....". 

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• Mark-E Posts: 184

  February 2021

  I had a similar problem with them last year. In all fairness, they did give me a full refund although I don't think it was that quick. I think most of my correspondence was through email with them.
  

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• JennyJ Posts: 10,576

  February 2021

  They may only be prepared to deal with your friend who placed the order, so he/she should chase them. If they no longer have the plants in stock to replace them (and stock does change seasonally) it might have to be a refund which would go to the buyer. It's possible also that only the buyer can leave a review.
  

  Doncaster, South Yorkshire. Soil type: sandy, well-drained
  

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• Fairygirl Posts: 55,117

  February 2021

  Get your friend to contact them on social media. It's the only thing that works nowadays. 
  They're notorious for poor customer care I'm afraid. We get threads on the forum regularly on this subject. 

  It's a place where beautiful isn't enough of a word....
  
  
  
  I live in west central Scotland - not where that photo is...

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• AnniD Posts: 12,585

  February 2021

  I have had a quick look at their Twitter feed (not on Twitter myself) and they do seem to be responding to complaints on there on the same day (at least in the last few days anyway). Hopefully your friend is on social media, that seems to be the way to go these days. 

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• JessicaS Posts: 870

  February 2021

  I had the same issue with them last year with plants arriving dead - I emailed, with my order references and pictures, and it took a while but they fully refunded. I think Covid etc is impacting them as they are hugely busy and staffing will be impacted. 

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• hv31 Posts: 2

  February 2021

  hv31 said:

  22 December 2020

  I was disappointed to find my Christmas birthday gift outside my porch of 5 mini plants - grasses and succulents - withered and almost dead. 

  I took a photo and sent it to my friend who informed Thompson & Morgan
  

  31 January 2021
  Yesterday she asked me if they have been replaced yet.  It has been over 5 weeks.

  I spend over an hour trying to contact T & M.  With great difficulty as their website does not offer me to write a review.  Only to read good reviews.
  Surely this is false trading as it has not  been my experience and not even a word of apology.

  
  

  I went through a different agency who contacted T&M. They promptly responded and refunded my friend immediately. Thank you everyone. 

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• Pauline 7 Posts: 2,246

  February 2021

  Glad  you got a successful resolution. 

  West Yorkshire

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